Genesys Cloud - Main

We have Genesys Cloud connected to Salesforce and use the phone widget there.

Sometimes people make an outbound call and for whatever reason, have the queue selection empty, and they proceed to make a call. They then have no wrap up code, and when we report on it, we can't see what queue they called from. 

Is it possible to make it so that people can't proceed with an outbound call unless a queue is selected? 

#Integrations
#Outbound
#PlatformAdministration
#Reporting/Analytics
#SystemAdministration

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Glen Tylee
Fonterra
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Hi,
did you try this settings?
This is a link to article on resource center: https://help.mypurecloud.com/articles/configure-on-behalf-of-queue/

Hope it helps

------------------------------
Раско Радојевић
Rasko Radojevic
------------------------------

Hello Glen and Rasko
Relating to this you may also want to vote for the Idea to disable ability for direct calls i.e. calls can only be made on-queue please. Direct calling is a big issue for a number of our clients (calls cannot be billed back to projects etc)...

------------------------------
Thanks and regards
Blair Wilkinson
CVT Global Enablement
------------------------------

Original Message:
Sent: 09-09-2022 02:42
From: Rasko Radojevic
Subject: Can you force an outbound call to be made from a queue?

Hi,
did you try this settings?

For calls placed On Behalf of Queue you can configure the client to remember the last queue that you selected. Just a note that a queue name does not persist in the On Behalf of Queue box until you successfully place an interaction on behalf of a queue. 

So if in Salesforce CTI toolbar you go

1. Click Menu  > More .
2. Click Settings.
3. Click Queue.
4. In the Queue section, select or clear the Remember the last selected queue check box.

This is a link to article on resource center: https://help.mypurecloud.com/articles/configure-on-behalf-of-queue/

Hope it helps

------------------------------
Раско Радојевић
Rasko Radojevic
------------------------------

Sample test reply - Please ignore

------------------------------
Work Test90
Genesys Customer Care Platform
------------------------------

Original Message:
Sent: 09-10-2022 01:16
From: Blair Wilkinson
Subject: Can you force an outbound call to be made from a queue?

Hello Glen and Rasko
Relating to this you may also want to vote for the Idea to disable ability for direct calls i.e. calls can only be made on-queue please. Direct calling is a big issue for a number of our clients (calls cannot be billed back to projects etc)...

------------------------------
Thanks and regards
Blair Wilkinson
CVT Global Enablement
------------------------------


Original Message:
Sent: 09-09-2022 02:42
From: Rasko Radojevic
Subject: Can you force an outbound call to be made from a queue?

Hi,
did you try this settings?

For calls placed On Behalf of Queue you can configure the client to remember the last queue that you selected. Just a note that a queue name does not persist in the On Behalf of Queue box until you successfully place an interaction on behalf of a queue. 

So if in Salesforce CTI toolbar you go

1. Click Menu  > More .
2. Click Settings.
3. Click Queue.
4. In the Queue section, select or clear the Remember the last selected queue check box.

This is a link to article on resource center: https://help.mypurecloud.com/articles/configure-on-behalf-of-queue/

Hope it helps

------------------------------
Раско Радојевић
Rasko Radojevic

Test again Kindly ignore : Sample test reply.

---------------------------------
Work Test90
Genesys Customer Care Platform
---------------------------------



Original Message:
Sent: 09-10-2022
From: Blair Wilkinson
Subject: RE: Can you force an outbound call to be made from a queue?

Hello Glen and Rasko
Relating to this you may also want to vote for the Idea to disable ability for direct calls i.e. calls can only be made on-queue please. Direct calling is a big issue for a number of our clients (calls cannot be billed back to projects etc)...

------------------------------
Thanks and regards
Blair Wilkinson
CVT Global Enablement
------------------------------

Hi, 

Yes we do get them to do that, but every now and then the queue is missing or the setting has been reverted for whatever reason so there's calls that slip through. We try and get the agents to make sure they have this setting and that they are calling, but calls still slip through.

------------------------------
Glen Tylee
Fonterra
------------------------------

Original Message:
Sent: 09-09-2022 02:42
From: Rasko Radojevic
Subject: Can you force an outbound call to be made from a queue?

Hi,
did you try this settings?

For calls placed On Behalf of Queue you can configure the client to remember the last queue that you selected. Just a note that a queue name does not persist in the On Behalf of Queue box until you successfully place an interaction on behalf of a queue. 

So if in Salesforce CTI toolbar you go

1. Click Menu  > More .
2. Click Settings.
3. Click Queue.
4. In the Queue section, select or clear the Remember the last selected queue check box.

This is a link to article on resource center: https://help.mypurecloud.com/articles/configure-on-behalf-of-queue/

Hope it helps

------------------------------
Раско Радојевић
Rasko Radojevic
------------------------------

I suppose it isn't possible to make it so that it always defaults to a queue, rather than being unable to make a call without a queue selected? 

------------------------------
Glen Tylee
Fonterra
------------------------------

Original Message:
Sent: 09-12-2022 17:17
From: Glen Tylee
Subject: Can you force an outbound call to be made from a queue?

Hi,

Yes we do get them to do that, but every now and then the queue is missing or the setting has been reverted for whatever reason so there's calls that slip through. We try and get the agents to make sure they have this setting and that they are calling, but calls still slip through.

------------------------------
Glen Tylee
Fonterra
------------------------------


Original Message:
Sent: 09-09-2022 02:42
From: Rasko Radojevic
Subject: Can you force an outbound call to be made from a queue?

Hi,
did you try this settings?

For calls placed On Behalf of Queue you can configure the client to remember the last queue that you selected. Just a note that a queue name does not persist in the On Behalf of Queue box until you successfully place an interaction on behalf of a queue. 

So if in Salesforce CTI toolbar you go

1. Click Menu  > More .
2. Click Settings.
3. Click Queue.
4. In the Queue section, select or clear the Remember the last selected queue check box.

This is a link to article on resource center: https://help.mypurecloud.com/articles/configure-on-behalf-of-queue/

Hope it helps

------------------------------
Раско Радојевић
Rasko Radojevic

@George Ganahl: Do you know if these mentioned settings can be enabled as default for all Agents? 

Thanks a lot!
Screenshot taken from: Configure on behalf of queue - Genesys Cloud Resource Center (mypurecloud.com)

​​

------------------------------
Felix
------------------------------

Original Message:
Sent: 09-09-2022 02:42
From: Rasko Radojevic
Subject: Can you force an outbound call to be made from a queue?

Hi,
did you try this settings?

For calls placed On Behalf of Queue you can configure the client to remember the last queue that you selected. Just a note that a queue name does not persist in the On Behalf of Queue box until you successfully place an interaction on behalf of a queue. 

So if in Salesforce CTI toolbar you go

1. Click Menu  > More .
2. Click Settings.
3. Click Queue.
4. In the Queue section, select or clear the Remember the last selected queue check box.

This is a link to article on resource center: https://help.mypurecloud.com/articles/configure-on-behalf-of-queue/

Hope it helps

------------------------------
Раско Радојевић
Rasko Radojevic
------------------------------

@Glen Tylee  can this be enabled as default for all Agents??/

------------------------------
Riddhi Singh
------------------------------

Original Message:
Sent: 01-16-2023 10:46
From: Felix Mensching
Subject: Can you force an outbound call to be made from a queue?

@George Ganahl: Do you know if these mentioned settings can be enabled as default for all Agents? 

Thanks a lot!
Screenshot taken from: Configure on behalf of queue - Genesys Cloud Resource Center (mypurecloud.com)

​​

------------------------------
Felix
------------------------------


Original Message:
Sent: 09-09-2022 02:42
From: Rasko Radojevic
Subject: Can you force an outbound call to be made from a queue?

Hi,
did you try this settings?

For calls placed On Behalf of Queue you can configure the client to remember the last queue that you selected. Just a note that a queue name does not persist in the On Behalf of Queue box until you successfully place an interaction on behalf of a queue. 

So if in Salesforce CTI toolbar you go

1. Click Menu  > More .
2. Click Settings.
3. Click Queue.
4. In the Queue section, select or clear the Remember the last selected queue check box.

This is a link to article on resource center: https://help.mypurecloud.com/articles/configure-on-behalf-of-queue/

Hope it helps

------------------------------
Раско Радојевић
Rasko Radojevic

Not as far as I know, would be good to have the option. 

------------------------------
Glen Tylee
Systems Support Lead
------------------------------

Original Message:
Sent: 12-03-2024 05:24
From: Riddhi Singh
Subject: Can you force an outbound call to be made from a queue?

@Glen Tylee  can this be enabled as default for all Agents??/

------------------------------
Riddhi Singh
------------------------------


Original Message:
Sent: 01-16-2023 10:46
From: Felix Mensching
Subject: Can you force an outbound call to be made from a queue?

@George Ganahl: Do you know if these mentioned settings can be enabled as default for all Agents? 

Thanks a lot!
Screenshot taken from: Configure on behalf of queue - Genesys Cloud Resource Center (mypurecloud.com)

​​

------------------------------
Felix


Original Message:
Sent: 09-09-2022 02:42
From: Rasko Radojevic
Subject: Can you force an outbound call to be made from a queue?

Hi,
did you try this settings?

For calls placed On Behalf of Queue you can configure the client to remember the last queue that you selected. Just a note that a queue name does not persist in the On Behalf of Queue box until you successfully place an interaction on behalf of a queue. 

So if in Salesforce CTI toolbar you go

1. Click Menu  > More .
2. Click Settings.
3. Click Queue.
4. In the Queue section, select or clear the Remember the last selected queue check box.

This is a link to article on resource center: https://help.mypurecloud.com/articles/configure-on-behalf-of-queue/

Hope it helps

------------------------------
Раско Радојевић
Rasko Radojevic